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Documentation Index

Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt

Use this file to discover all available pages before exploring further.

Why this matters. Cliniko is the most popular practice management system in Australian and New Zealand allied health, and Routiq’s Cliniko integration is the most battle-tested of all our PMS connections — webhooks for real-time updates, a daily reconciliation sync to catch anything the webhooks miss, and 24-month appointment history out of the box.

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What Robyn can do with Cliniko

  • Read patients — recognise returning callers by phone, look up history, capture new-patient records
  • Read availability — pulled from Cliniko’s online-bookings settings (lead times, cluster bookings, practitioner schedules apply automatically)
  • Book, reschedule, cancel — Robyn writes appointments directly into the Cliniko calendar
  • Trigger recall outreach — overdue patients identified from Cliniko’s appointment history
  • Real-time webhooks — patient and appointment changes in Cliniko reach Routiq within seconds
  • Daily reconciliation sync — full sync at 02:00 in your practice timezone catches anything webhooks missed

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Before you start

You’ll need:
  • Administrator access to your Cliniko account
  • API access enabled in Cliniko (on by default for paid plans)
  • Online bookings enabled in Cliniko (Robyn uses this as the source of truth for availability)

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Setup

1

Identify your Cliniko shard

Cliniko hosts your account on one of several regional shards. Look at your Cliniko URL when logged in:
Cliniko URLShard code
au1.cliniko.comau1
au2.cliniko.comau2
au3.cliniko.comau3
au4.cliniko.comau4
uk.cliniko.comuk1
us.cliniko.comus1
You’ll need this in step 3.
2

Generate a Cliniko API key

  1. Log into Cliniko
  2. Click your name (top right) → My Info
  3. Open the API Keys tab
  4. Click New API Key
  5. Name it Routiq Integration
  6. Copy the key immediately — Cliniko shows it only once
The key gives full account access. Treat it like a password. If you lose it, generate a new one (the old one stays valid until you revoke it).
3

Confirm online bookings are enabled in Cliniko

Robyn reads availability from Cliniko’s online-booking portal. If it isn’t enabled, Robyn won’t be able to book — even though the calendar is empty.
  1. In Cliniko: Settings → Appointments → Online bookings → toggle Allow your patients to book appointments online ON
  2. Settings → Our clinic → Users & practitioners → for each practitioner, toggle Show this practitioner in online bookings ON
  3. Settings → Our clinic → Business information → for each location, toggle Display this business in online bookings ON
Cliniko’s full guide to online bookings →
4

Connect in Routiq

  1. In Routiq: Setup → Connect Cliniko (or Settings → Integrations → Cliniko)
  2. Select your shard from the dropdown
  3. Paste your API key
  4. Click Connect and Sync
Routiq validates the key, registers webhooks, and starts the initial sync.
5

Wait for the initial sync

Sync time depends on database size:
Practice sizeEstimated time
< 500 patients1–2 minutes
500–2,000 patients5–10 minutes
2,000–5,000 patients10–20 minutes
> 5,000 patients20–30 minutes
You can navigate away — sync continues in the background. The dashboard shows progress.
6

Verify the connection

Once sync completes:
  1. Go to Patients in Routiq — your list should appear
  2. Open a patient — appointment history should match Cliniko
  3. Go to the dashboard — recent webhook events should be flowing in
Cliniko is connected. Robyn can now book, reschedule, and identify patients from Cliniko data.

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What gets synced

Patient data

Cliniko ID, name, email, phone, DOB, gender, address, status (active / inactive / deceased), notes (if configured)

Appointment data

Appointment ID, date/time, practitioner, treatment type, status (confirmed / cancelled / DNA), duration, location

Practice data

Practice name, business locations, practitioner list, treatment types, online-booking rules

Real-time events

Patient created/updated/deleted, appointment created/updated/deleted — within seconds via Cliniko webhooks

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Permissions

The API key needs full Cliniko access (which is what New API Key grants). Routiq uses the key to:
  • Read patients, appointments, practitioners, treatment types, locations, online-booking rules
  • Write appointments — Robyn books, reschedules, and cancels on patients’ behalf
  • Subscribe to webhooks for real-time updates
Routiq does not read or write clinical notes, files, or any non-administrative data.

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Troubleshooting

Causes: copied with extra spaces, key was revoked in Cliniko, or wrong shard selected. Fix: generate a new key, paste without trimming spaces, double-check shard from your Cliniko URL.
Online bookings probably aren’t fully enabled in Cliniko. Re-check step 3 — all three toggles (account-level, per-practitioner, per-location) must be on.
Initial sync may still be running — check the dashboard progress indicator. If complete, verify the patient is marked active in Cliniko (archived/inactive patients sync but are filtered by default in the patient list).
Routiq syncs the last 24 months of appointments by default. Older appointments aren’t pulled automatically; contact us if you need a longer history.
Go to Settings → Integrations → Cliniko → Webhook Logs in Routiq. If you see recent failures, click Re-register Webhooks. If the issue persists, regenerating the API key usually fixes it.

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Managing the integration

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Rotating the API key

  1. Generate a new key in Cliniko
  2. In Routiq: Settings → Integrations → Cliniko → Update API Key
  3. Paste, save
The swap is instant — no data loss, webhooks re-register automatically.

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Disconnecting

Disconnecting Cliniko stops Robyn from booking, halts all outbound sequences, and pauses every active recall campaign.
Settings → Integrations → Cliniko → Disconnect. Patient data is retained for 30 days post-disconnect for compliance and recovery, then deleted.

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Manual resync

If you’ve imported patients in bulk into Cliniko and don’t want to wait for the daily sync: Settings → Integrations → Cliniko → Sync Now.

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Next

Set up the calls channel

Forward your clinic line to Robyn and start handling calls.

Turn on lapsed-patient reactivation

The recall pillar — bring dormant patients back.